ESC Training and Knowledge Management Specialist

PURPOSE AND SCOPE:
Supports FMCNA's mission, vision, core values and customer service philosophy. Adheres to the FMCNA Compliance Program, including following all regulatory and division/company policy requirements. Develops and implements training programs to support the Employee Service Center (ESC) function. Ensures staff are fully trained and have up to date documentation and resources to perform their jobs effectively.


DUTIES / ACTIVITIES:

Develop, modify and execute training programs for call center agents.
Develop, modify and implement content into HR knowledge base for use by call center agents
Supports the broader HR community with training and knowledge management needs

PRINCIPAL RESPONSIBILITIES AND DUTIES

Design training and on-boarding strategies and programs for call center team members
Develop training materials and tools, including protocols for measuring success and impact of Call Center training programs
Establish mechanisms to deliver on-demand and/or real time training to Call Center team members regarding updates to HR programs and/or policies
Create content for Call Center internal knowledge base, partnering with IT, HR subject matter experts, and other resources as necessary
Continuously review online content for clarity and consistency
Partner with QA Specialist to ensure that team training needs identified by performance monitoring are established and delivered
Work with executives, managers and QA specialist, assess and identify training needs and solutions for Call Center team